Palautuskäytäntö

# Return and Refund Policy

At Lurinnity we want you to be completely satisfied with your purchase. If something isn't right, this policy explains exactly how returns and refunds work, what we cover, and what timelines apply.

## 1. Your right of withdrawal — EU 14-day cooling-off period

Under EU Consumer Rights Directive 2011/83/EU and the Finnish Consumer Protection Act (Kuluttajansuojalaki), you have the legal right to cancel your order within **14 days of receiving it**, without giving any reason.

To exercise this right, email us at **service@lurinnity.com** within the 14-day window with your order number and a clear statement that you wish to cancel. You then have a further **14 days** to return the product(s) to us.

This statutory right applies in addition to our standard 30-day return policy below.

## 2. Standard 30-day returns

Beyond the statutory cooling-off period, we offer a **30-day return window** from the date you receive your order. To be eligible for a standard return:

- The item must be unused and in its original condition
- The item must have all original tags, seals, and protective films intact
- The item must be in its original packaging
- You must include proof of purchase (order number or confirmation email)

## 3. Defective, damaged, or incorrect items — we pay return shipping

If your item arrived **defective, damaged in transit, materially different from how it was described on our website, or you received the wrong product**, you do not pay anything to return it.

In these cases we will:

- Provide you with a **prepaid return label at no cost to you**
- Offer your choice of a **full replacement**, a **full refund**, or a **partial refund** if you'd prefer to keep the item
- Process the resolution within **3 business days** of receiving your photos or the returned item

Please email **service@lurinnity.com** with your order number and 2–3 clear photos of the issue. We respond within 24 hours, Monday to Friday.

## 4. Change-of-mind returns — return shipping at your cost

For standard 30-day returns where the item is in good condition and accurately described (i.e. you simply changed your mind), **you cover the cost of return shipping**. This typically costs around **€6–€15** depending on your local courier (Posti, Matkahuolto, DHL or similar).

We strongly recommend using a tracked shipping service, as we cannot refund items lost in return transit.

## 5. How to start a return

1. Email **service@lurinnity.com** with your order number and the reason for return. Include photos if the item is defective, damaged, or incorrect.
2. We respond within **24 hours (Mon–Fri)** with a Return Merchandise Authorisation (RMA) number and the confirmed return address. If we're covering the return, we attach the prepaid label.
3. Pack the item carefully (see Section 7), write your RMA number clearly on the outside of the parcel, and ship it back.

**Items sent back without first requesting an RMA will not be accepted.**

## 6. Return address

Once your return has been approved, items should be shipped to:

> **Lurinnity Returns**
> Rötestraße 7
> 74321 Bietigheim-Bissingen
> Germany

Please write your RMA reference clearly on the outside of the parcel. Since both Finland and Germany are in the EU, no customs declaration is required.

## 7. Packing requirements

- Item must be in original, undamaged packaging with all tags and seals intact
- Include all accessories, free gifts, and inserts that came with the product
- Write your RMA number on the outside of the parcel
- Use protective outer packaging to prevent transit damage
- Use a tracked shipping method — we cannot refund items lost in return transit

## 8. Refund timing

Once we receive and inspect your return, we send you a confirmation email with the outcome within **3 business days**.

If approved, your refund is processed to your **original payment method** within **14 days** of us receiving the returned item, in line with EU consumer law.

Please note: depending on your bank or card provider, it may take a further 3–10 business days for the refund to appear on your statement after we have processed it.

If more than 14 days have passed since we approved your return and you have not received your refund, please contact **service@lurinnity.com**.

## 9. Orders paid via Klarna or other Buy Now Pay Later providers

If you paid using Klarna or another instalment provider, we process refunds the same way — directly to your original payment method. The instalment provider will then adjust your payment plan accordingly.

**Important:** Continue to make any scheduled payments to Klarna until they confirm that your plan has been updated. This protects your credit standing. If you have any questions about how a return affects your payment plan, contact Klarna directly via the Klarna app or at klarna.com/fi.

If you have a concern about your order that we have not been able to resolve directly with us, you also have the right to raise it with Klarna. We will always respond in good faith and work towards a fair resolution before any external dispute is needed.

## 10. Non-returnable items

The following items cannot be returned for hygiene, safety, or product-integrity reasons:

- **Opened cosmetic or personal-care products** (serums, creams, lotions) once the hygienic seal has been broken
- **Opened food supplements or capsules** once the safety seal has been broken
- **Personalised or custom-made products** unless defective
- **Sale or clearance items** clearly marked as final sale
- **Gift cards**

This list does **not** override your statutory 14-day right of withdrawal under EU and Finnish consumer law where applicable. If you are unsure whether a specific item is returnable, please contact us **before** opening the product.

## 11. Damages and issues on arrival

Please inspect your order on arrival and contact us within **48 hours** if the item is defective, damaged in transit, or if you received the wrong item, so we can evaluate the issue and resolve it quickly.

## 12. Exchanges

The fastest way to receive a different item is to return your original purchase under this policy and place a new order separately.

## 13. Complaints and dispute resolution

If you are not satisfied with how we have handled your return or refund, you have the right to:

- Contact the **Finnish Competition and Consumer Authority (Kilpailu- ja kuluttajavirasto, KKV)** at kkv.fi
- Submit your complaint to the **Consumer Disputes Board (Kuluttajariitalautakunta)** at kuluttajariita.fi
- Submit your complaint to the **EU Online Dispute Resolution platform** at ec.europa.eu/odr
- Contact your payment provider (e.g. Klarna) directly

We will always try to resolve your concern fairly and directly before any external step is needed.

## 14. Contact

Questions about returns or refunds?
**Email:** service@lurinnity.com
**Response time:** within 24 hours, Monday to Friday
**Company:** HONOMA LLP, 3rd Floor Suite, 207 Regent Street, London, W1B 3HH, United Kingdom
**Partnership No.** OC459817